Returns & Refund Policy

Atidas specializes in high-quality artificial plants, trees, and flowers, including our Coastal Serenity, Urban Jungle, and Seasonal Charm collections. We stand behind the quality of our products, from faux fiddle leaf figs to silk rose bouquets, and offer a customer-friendly returns process. Whether you’re decorating a London flat, a Manchester office, or a Glasgow cottage, we ensure you can shop with confidence, knowing you can return or exchange items if they don’t meet your expectations.

2. Your Right to Return

Under the Consumer Contracts Regulations 2013, you have a legal right to return most products purchased online or by phone within 14 days of receipt, extended by Atidas to a generous 30-day money-back guarantee. This applies to all products, including artificial plants, trees, flowers, and accessories, whether purchased online, via phone, or at our showroom.

30-Day Money-Back Guarantee

  • Eligibility: You may return products within 30 days of receipt for a full refund (excluding shipping costs) if you change your mind or are unsatisfied.

  • Condition: Products must be unused, in their original condition, and in original packaging (e.g., protective wraps, tags, or boxes intact).

  • Exclusions: Personalized or custom-made items (e.g., bespoke artificial arrangements) are non-returnable unless faulty, as they are made to order.

Faulty or Incorrect Items

  • If a product arrives damaged, defective, or incorrect (e.g., you ordered a 1.5m faux monstera but received a palm), we’ll provide a replacement or full refund, including return shipping costs.

  • You must notify us within 48 hours of receipt with photos of the issue, sent to support@atidas.com.

3. How to Return a Product

To initiate a return, follow these steps:

  1. Contact Us: Email support@atidas.com or call +44 7450 579711 (weekdays 9-5) within 30 days of receipt. Provide your order number, product details, and reason for return (e.g., change of mind, faulty item).

  2. Return Instructions: We’ll email you a return authorization and a UK return address (typically our Newcastle warehouse at 83 Foulden Rd LONDON N16 7UH Greater London GB). For faulty items, we may provide a prepaid return label.

  3. Pack the Item: Securely package the product in its original packaging, including all accessories (e.g., pots, tags). Include a copy of your order confirmation or packing slip.

  4. Ship the Return: Send the package via a tracked courier (e.g., Royal Mail, DPD). You cover return shipping costs unless the item is faulty or incorrect.

  5. Confirmation: Once we receive and inspect the return (within 5 business days), we’ll notify you via email about your refund or replacement.

Returns without authorization may be refused. Contact us if you need assistance with the process.

4. Refund Process

We aim to process refunds quickly and fairly:

  • Refund Amount: For non-faulty returns, you’ll receive a full refund of the product price (excluding original shipping costs). For faulty or incorrect items, we’ll refund the product price and any return shipping costs.

  • Processing Time: Refunds are processed within 14 days of receiving the returned item, issued via the original payment method (PayPal, Stripe, Klarna, or bank transfer).

  • Klarna Payments: Refunds for Klarna purchases may take longer due to third-party processing. We’ll notify Klarna to adjust your payment plan.

  • Gift Cards: If you used a Atidas gift card, the refund will be issued as store credit unless the item was faulty.

  • Bank Processing: Refunds may take 3-5 business days to appear in your account, depending on your bank or payment provider.

If you don’t receive your refund within 14 days, contact us at support@atidas.com or +44 7450 579711.

5. Returns for Faulty or Incorrect Items

If your artificial plant, tree, or flower arrives damaged, defective, or incorrect:

  • Notify Us Promptly: Contact us within 48 hours of receipt at support@atidas.com with your order number, a description of the issue, and photos showing the damage or error.

  • Options: Choose a replacement (subject to stock availability) or a full refund, including return shipping costs.

  • Return Shipping: We’ll provide a prepaid return label for faulty or incorrect items, ensuring no cost to you.

  • Inspection: We’ll inspect the item upon receipt to confirm the issue. If verified, your replacement or refund will be processed within 5 business days.

Examples of faults include torn silk leaves, broken stems, or faded colors not caused by misuse. Misuse (e.g., exposing indoor plants to outdoor weather) voids eligibility for free returns.

6. Showroom Purchases

Purchases made at our Newcastle showroom ( 83 Foulden Rd LONDON N16 7UH Greater London GB, by appointment) follow the same return policy:

  • 30-Day Returns: Return within 30 days for a refund or exchange, provided the item is unused and in original packaging.

  • Faulty Items: Notify us within 48 hours for a free replacement or refund.

  • Return Process: Bring the item to the showroom (by appointment) or ship it to our warehouse. Contact us to arrange.

7. Non-Returnable Items

The following items cannot be returned unless faulty:

  • Custom or Bespoke Products: Made-to-order arrangements (e.g., custom floral displays) are non-returnable due to their personalized nature.

  • Gift Cards: Non-refunded unless faulty or incorrectly issued.

  • Sale Items: Items marked as “final sale” or clearance are non-returnable unless defective.

8. Your Responsibilities

To ensure a smooth return process, you agree to:

  • Provide accurate order details and a valid reason for return.

  • Package items securely to prevent damage during return shipping.

  • Use a tracked courier service for returns (we recommend retaining proof of postage).

  • Ensure returns meet the 30-day deadline and condition requirements.

We are not responsible for lost or damaged returns without tracking. Unauthorized returns may be refused or returned to you at your cost.

9. Our Liability

Under the Consumer Rights Act 2015, our liability for returns is limited:

  • For faulty or incorrect items, we’ll provide a replacement or refund, including return shipping costs.

  • For non-faulty returns, we’ll refund the product price but not original or return shipping costs.

  • We are not liable for indirect losses (e.g., inconvenience, missed events) caused by returns or delays.

Our total liability is limited to the purchase price of the product.

10. Consumer Rights

Your statutory rights under UK law are unaffected. You have:

  • A legal right to return online or phone orders within 14 days (extended to 30 days by Atidas).

  • A right to a repair, replacement, or refund for faulty goods within 30 days of receipt.

  • Access to dispute resolution via the UK’s Trading Standards Service or the Online Dispute Resolution platform (www.ec.europa.eu/odr).

11. Amendments to This Policy

We may update this Returns & Refund Policy to reflect legal or operational changes. Updates will be posted on atidas.com with the “Last Updated” date. Continued use of our services constitutes acceptance of the revised policy.

12. Contact Us

For return or refund inquiries, contact:

  • Business Name: PATRICK DEALS LTD
  • Email: support@atidas.com

  • Phone: +44 7450 579711 (weekdays 9-5)

  • Address: 83 Foulden Rd LONDON N16 7UH Greater London GB

We aim to respond within 48 hours. If unsatisfied, contact the UK’s Trading Standards Service for further assistance.

13. Our Promise to You

At Atidas, we’re passionate about delivering artificial plants, trees, and flowers that bring joy to your UK home or office. Whether you’re styling with our Urban Jungle palms or Seasonal Charm holly, our 30-day money-back guarantee ensures you can shop risk-free. Thank you for choosing Atidas to green your world.